Air New Zealand Air Points - Asked NZ for assistance - I think they lied in their reply - should I call them out?

So I have a little side ticket on NZ for AKL//ZQN in late July. I'm 6'7" tall and usually try everything I can to get exit rows or bulkheads. Having reserved my ticket I emailed NZ using their online form to request an exit row or bulkhead.

I was quite clear in my email that I understand that those seats are now in Space+. I told them I understood those seats were reserved for certain full-fare tix or their elite pax. I simply asked, despite all this, if perhaps they would be willing to accommodate me in an exit row or bulkhead in light of my height. I told them I had no expectation and thought there was no harm in asking. Very polite, but matter-of-fact that I'm asking for nothing more than an outright favor.

Well, they got back to me. I was expecting a simple "no, those are reserved for elite pax" or something along those lines. Instead, I got:

Thank you for your enquiry.

I have has a look at the seating availability and unfortunately Row 12 has already been requested. When you arrive at the Airport you can enquire with the Air New Zealand staff whether there is an opening in the Space + seating but at this stage there is nothing available for us to request.

You currently hold an isle seat and the one next to it.


Kind regards,

I hop on ExpertFlyer to check out my flights... Both the outbound and return flight are showing: Y7 B7 M7 H7 Q7 V7 W7 T7 L7 S7 G7 K0 P0.

The seatmap for both flight shows all of Row 3, and all of Row 11 as blocked. Besides those two rows, Space+ does not have a single seat taken. That's over 50 open Space+ seats. Furthermore, Row 12 is completely open on both flights, and the bulkhead on both sides is completely open on both flights. In fact, if I guess at what is an automatically blocked seat, versus an actual ticketed pax in a seat, it looks like my outbound has only 6 sold tix and my inbound has only 10 sold tix.

So... I'm relatively new to EF, and I have no familiarity with NZ. Are EF seatmaps accurate for domestic NZ flights? Does NZ automatically assign seats upon ticket purchase, which would make the seatmap much more accurate? If all of Row 12 had in fact "already been requested" as they claim, would the seats still show as available in EF?

If my suspicions are right... should I call them out on it?

I'm sick of airlines that create all the little rules (like Space+ for elites only) but then are unwilling to publicly stand behind that policy. Instead, they make all these little lies to make us non-elite pax feel better about ourselves. If you're unwilling to tell a paying customer that you won't give them a seat because they're not an elite, or did not pay enough for their ticket, then don't enact the policies. I understand giving elites benefits, but don't be two-faced about it.

Sorry for getting a little rant-y...

If it is a domestic only ticket why not use the online seat selection tool to see for yourself? BTW seats are unassigned unless requested (or blocked) until close to departure, so 6 (or however many) assigned seats does not mean only 6 seats sold.

Note July is ski season - I'd expect the flight to be 100% full or close to it, by the departure date.

The NZ seat request page shows every single Space+ seat as filled or "unavailable." I assumed it was just blocking me from them. EF shows just about every seat on the plane as available.

Still, it's good to know that NZ does not automatically assign seats. That means seat maps, which are already very unreliable, are just completely useless to predict anything for NZ.

Perhaps it's not worth picking the fight now that I know they don't assign seats. Still, I would be willing to bet they have some availability in the exit row or bulkhead and just don't want to assert their policy and instead take the "we'd love to but there's nothing we can do" b.s. approach.

Seat maps are a poor indicator of loads on any airline ( see here for explanation (http://theglobaltraveller.blogspot.com/2009/03/flyer-tip-1-seat-maps.html)).

Assigned seats are not guaranteed, but if you really want to ensure the seat (as best as possible) then pay full fare.

The NZ seat request page shows every single Space+ seat as filled or "unavailable." I assumed it was just blocking me from them. EF shows just about every seat on the plane as available.It is blocking you.

It is possible that whomever replied to your email looked at the flight from your booking, which would obviously show those seats as unavailable if it did not have the requisite status. Two faced, no; incompetent, well possibly.

IMHO it is a bit of a ridiculous request for you to make.

Why is it a "ridiculous request" for the OP to make? He clearly acknowledged that he wasn't entitled to those seats in any way, and simply asked whether an exception might be made due to his height?

"I was quite clear in my email that I understand that those seats are now in Space+. I told them I understood those seats were reserved for certain full-fare tix or their elite pax. I simply asked, despite all this, if perhaps they would be willing to accommodate me in an exit row or bulkhead in light of my height. I told them I had no expectation and thought there was no harm in asking."

I thought it was a perfectly reasonable way to have gone about it for someone with no Air New Zealand status.

I have managed to get exit row seats on airlines where I haven't had status, just by asking nicely (although usually at check in). Given his (or her) height, it's probably something I would do as well.

My 6'7" friend based in Auckland usually asks his travel agent to make the request when booking the ticket, and he also tries to check in nice and early (so that the check in agents can see for themselves how tall he is before all of the exit row seats are gone!) His hit rate is about 80%, despite flying with several different airlines and only having status with one of them.

Check in for domestic NZ flights is mostly by kiosk (or phone). A kiosk can't tell how tall you are. Air NZ hasn't quite gone as far as Ryanair's suggested 100% online checkin with no ability to check in at the airport - but whenever I've gone past the limited checkin staff always have a queue (mostly pax changing flights for various reasons).

Why is it a "ridiculous request" for the OP to make? He clearly acknowledged that he wasn't entitled to those seats in any way, and simply asked whether an exception might be made due to his height?Well what exactly is the person answering the request meant to do with it?

If one wants a special request like this they're not meant to have best to wait until day of departure (like the gate).

Im only air points jade and can select exit rows using the online seat selection. Provided they are empty.

NZ have a lot to learn in this area.

At 6'0" I'm a mere midget compared to the OP.

Last week I flew AKL-MEL-AKL on Emirates. First time I've ever flown with them (long time NZ FF but was flying on Amex reward points).

At check in at AKL I asked for a window near the front. (Trainee) agent said flight was almost full so it could be difficult but she would try. Supervisor was standing behind her and said, "you are tall sir, I'll try and get you an exit row". Within two minutes I had an exit row window.

Coming home out of MEL, as I stepped up to the check in desk and handed the agent my passport his phone rang. The question was obviously "who are you checking in?". "Mr R.... in 12E." "Give him 25A, the exit row, he's tall"

You just can't beat service like that. ^

NZ have a lot to learn in this area.

At 6'0" I'm a mere midget compared to the OP.

Last week I flew AKL-MEL-AKL on Emirates. First time I've ever flown with them (long time NZ FF but was flying on Amex reward points).

At check in at AKL I asked for a window near the front. (Trainee) agent said flight was almost full so it could be difficult but she would try. Supervisor was standing behind her and said, "you are tall sir, I'll try and get you an exit row". Within two minutes I had an exit row window.

Coming home out of MEL, as I stepped up to the check in desk and handed the agent my passport his phone rang. The question was obviously "who are you checking in?". "Mr R.... in 12E." "Give him 25A, the exit row, he's tall"

You just can't beat service like that. ^

Glad it worked out for you - but if they are going to seat all over 6 foot in exit rows, they are going to need a lot of exit row seats!